Send-imali not returned for 17 days

I did a sendimoney transfer on the 27 January 2019 using my mobimoney account and the money was not withdrawn by the person/number i sent it to but up until today the funds have not returned into my account, I've called several times and even visited the branch but I've been told it's been escalated 2 times now. I am very unhappy because i don't know where my money is and if it was an emergency what would i have done then!